Full job descriptionHead of Membership Experience
£65,000 – £80,000 + Bonus
This is an opportunity to build and lead the membership experience for a new, highly exclusive private membership proposition designed for successful entrepreneurs and high-net-worth individuals.
This isn’t a traditional membership management role.
Members will be making a significant annual investment and, from the moment they join, the expectation is that the experience feels exceptional. Personal, proactive, seamless and completely individual.
As Head of Membership Experience, you’ll own that experience.
You’ll lead every aspect of the member journey, from the initial onboarding period through to the day-to-day concierge service, personal touches throughout the year and ultimately the relationship that underpins each member’s renewal.
You’ll know your members exceptionally well. Their preferences, priorities, interests and expectations. You’ll notice when someone becomes less engaged, understand why and act before it becomes an issue.
Just as importantly, you’ll build the infrastructure behind the experience — creating the standards, processes and detailed member records that ensure exceptional service can be delivered consistently as the membership grows.
What you’ll own*The complete onboarding experience for new members, particularly the crucial first 45 days.
*Day-to-day concierge support, including requests, reservations, introductions and experiences.
*A programme of thoughtful, highly personalised touches throughout each member’s year.
*A detailed understanding of individual member preferences and requirements.
*Tracking and demonstrating the value delivered to every member throughout their membership.
*Member engagement, identifying potential issues early and proactively strengthening relationships.
*Preparation for annual membership renewals.
*Developing the service standards and processes that underpin the membership experience.
*Building and subsequently managing a junior concierge function as the membership grows.
The personWe’re looking for someone who understands exceptional service at the very highest level.
Your background could have been within a prestigious private members’ club, luxury concierge or lifestyle management business, five-star hospitality, private aviation or another environment where you’ve personally looked after exceptionally demanding HNW or VIP clients.
The sector itself matters less than the standard you’ve operated at.
You’ll have experienced what truly outstanding service looks like, but you’ll also have progressed beyond simply delivering someone else’s standards. You’ll be capable of helping create them.
You’ll naturally remember the details other people miss. You’ll anticipate rather than react. You’ll be highly organised behind the scenes while remaining warm, relaxed and engaging with members.
You’ll also recognise that this is a commercial role.
Exceptional member experience drives engagement, retention and ultimately renewals, and you’ll take ownership of all three.
Above everything, you’ll be discreet, resourceful and exceptionally good with people.
This is an opportunity to join at an early stage, establish what outstanding membership experience looks like and ultimately build the function around you.